Public experience hidden from Search & Discovery after Content Maturity Questionnaire review, Game on Limbo Status

[Roberto2210 (Girtorias)]

I’m posting this on behalf of the community affected by a visibility issue with a public experience following a Content Maturity Questionnaire review.

Timeline (as shared with me / as far as I understand):

• The experience was reviewed due to the Content Maturity Questionnaire.
• The questionnaire was completed and resubmitted.
• The questionnaire was processed.
• An appeal was submitted.
• Roblox Support has already been contacted requesting a manual review.
• We haven’t received a response from Roblox that isn’t vague or sounds automated.

Steps to reproduce / current behavior:

1. Set the experience’s age rating to All Ages - search for it in Roblox Search. It does not appear.
2. Set the experience’s age rating to 16+ - search for it again. It still does not appear.
3. Navigate to the group where the experience is listed. The experience appears in the group’s game list, but without its icon - only the title is shown.
4. Click on the experience from the group listing. The page loads showing the content as inaccessible.
5. This was also tested on a verified +21 age account, with the same result.

Additional context:

• The experience is published and set to Public.
• There are no additional moderation messages.
• The Content Maturity Questionnaire has already been submitted and processed.
• The game’s genre is fully filled out.
• CCU (concurrent players) dropped from approximately 1K to a flat 0, indicating the experience is effectively unplayable/undiscoverable at this point despite meeting all the requirements above.

I’m not asking for the moderation decision itself to be changed. I’m trying to determine whether the questionnaire may not have been correctly applied, or whether there is still a visibility restriction affecting the experience that shouldn’t be there.

Experience: https://www.roblox.com/es/games/108026644740814/Keki-Cutecore-House
Universe ID: 108026644740814

Expected behavior

The experience should appear in Roblox Search & Discovery under its correct age rating, since it is Public, has a completed and processed Content Maturity Questionnaire, and has no active moderation restrictions. Clicking on the experience from any listing (including group pages) should load it normally instead of showing it as inaccessible.

A private message is associated with this bug report

[Caelestene]

Hello, you need to ask the owner to submit an appeal on the Violations & Appeals Portal. The game is currently taken down, so no one should be able to view, play, search, discover etc the game outside of the creator.

Once the appeal is reviewed and approved, the game will become available again.

[Roberto2210 (Girtorias)]

Hi, first of all, thank you very much for responding. Second, as I understand it, the group owner has already submitted the appeal twice; the first time it was rejected, and the second time it was accepted. She also has a response from support in his email that we doesn’t quite understand, but that response didn’t solve the problem either, and everything in his account’s eligibility status for publishing games is showing up in green.

I’m attaching screenshots of what I’m talking about: